Front Desk Coordinator

Senior Coordinator Role Description
You possess the ability to balance the operations, culture, and performance metrics of two clinics simultaneously.
You have a track record of managing multiple priorities effectively and a proactive approach to problem-solving.

Qualities
Ability to work independently with minimal supervision as well as within a team
Exceptional organizational & multi-tasking skills to ensure quality services are provided
Strong sales, communication and customer service skills
Excellent work ethic with strong interpersonal and time management skills
Proven ability to affect change and lead a team
The Senior Coordinator role encompasses the objectives of the Lead Coordinator role, with additional responsibilities to:
Ensure consistency in operations, client experience, and team performance across two clinics, ensuring all targets are being met.
Strategic Planning: Collaborate with Regional Coordinator and Clinic Directors to set and achieve goals for both clinics.
Mentor and support Lead Coordinators (if applicable), ensuring they meet performance expectations and maintain high morale.

Lead team-building efforts across locations to promote cohesion and a unified culture.
Act as the main point of contact for cross-clinic operations, projects, and initiatives.

Develop rapport with clients during initial phone calls, showing empathy and getting them excited about their treatment
Welcome all clients by providing world class customer experience by showing high energy and enthusiasm. Act as the source of information for clients: location(s), services, physical therapists, events, coverage, price
Graduate – celebrate when clients complete their plan of care and/or convert to maintenance
Perform excellent customer service in the form of call backs for fall off clients, ensuring clients on waitlists are booked when space becomes available and rescheduling clients when necessary
Participate in community outreaches and business development initiatives to generate new assessments and revenue growth

Ensure treatment rooms, kitchen, and exercise area are clean, organized, and presentable
Completion of SC digital checklist
Oversee front desk phone performance, email management, and walk-in procedure
Ensure compliance with Client experience operations – Winback calls, Retention calls, Confirmation calls, Reviews, Client Satisfaction survey, New client Registry, etc.
Oversee scheduling of Client appointments, invoicing, collections, outstanding payments
Direction procedures related to specific programs and Client types (WCB, WSIB, MVA, etc.)
Payment reconciliation & outstanding billings
Payment reconciliation audits
Monthly compensation and invoice reports for all staff (CCs and PTs)
Inventory management - ordering of stock & supplies
Promote Brand Loyalty on personal social media pages (i.Participating, co-ordinating, assisting with outreach programs
The Senior Coordinator oversees front desk operations, client experience, and team performance across two Axis Therapy & Performance clinic locations (Scarborough and Markham) . This role ensures consistency in operations, culture, and brand standards while supporting daily clinic performance and growth.
The Senior Coordinator is required to regularly travel between both clinic locations , maintain a strong on-site presence, and act as the primary link between clinic teams, Clinic Directors, and the Regional Coordinator.
Lead, support, and hold accountable Client Coordinators and Lead Coordinators (if applicable)
Maintain a consistent, high-quality Axis client experience across both clinics
Manage multiple priorities, workflows, and performance metrics simultaneously
Support business development, client retention, and community outreach initiatives
Full-time hours
Paid vacation